Annual GRATIS (dealer internet inquiry) survey report

FY'06 Annual GRATIS
(Dealer Internet Inquiry) Survey Report

FY'06 Annual GRATIS (Dealer Internet Inquiry)
Survey
TABLE OF CONTENTS
Executive Summary Background & Objective Methodology Survey Results Conclusion Appendix
Office of Data Sales
100 Peachtree Street, Atlanta, GA 30303 Tel: 404 364 2300./ Fax: 404 463 2390 datasales@gta.ga.gov - http://gta.ga.gov/

Executive Summary

The Office of Data Sales' customer service initiatives are in line with:
- The Governor's initiative to elevate the level of customer service experienced by Georgians when interacting with their state government
- Georgia Technology Authority's objective to increase customer satisfaction

The FY'06 annual survey for the GRATIS (Dealer Internet Inquiry) offering was conducted in 2005. The survey results indicate a customer satisfaction rating of 97% overall.
This was the first of annual surveys, the input from customers has been valuable. The survey has enabled the Office of Data Sales to collaborate with the Department of Revenue and improve customer interactions related to the Dealer Internet Inquiry offering.
The survey results were categorized and Georgia Technology Authority responses have been documented. Also, the Office of Data Sales has contacted customers to provide feedback to these concerns and suggestions.
These annual surveys will help the Office of Data Sales maintain a "world class" customer satisfaction rating every year.

Background & Objective

O.C.G.A. 40-2-130 and 40-3-23

Background:
To assist in transactions involving motor vehicles (primarily automobiles) in Georgia, Georgia Technology Authority in partnership with the Department of Revenue provides Internet access to query the database containing motor vehicle title and tag information.

The Dealer Internet Inquiry is used by both franchise and independent dealers. Most of the franchise dealers and approximately one-third of the independent dealers in Georgia are users of the Dealer Internet Inquiry service.

Dealers access the database using the Dealer Internet Inquiry service for the exclusive purpose of the carrying out legitimate transactions. Typical uses of this service at dealerships are to ensure vehicles have clean Georgia titles, Ad Valorem taxes are paid, emissions are current, etc. during a trade-in, for example.

Objective:
Assess customer satisfaction for FY'06 and attain a "world class" customer satisfaction rating of 95+% for the Dealer Internet Inquiry by June 2006.

Methodology
Upon establishment of the Office of Data Sales, a goal was set to attain and maintain a "world class" customer satisfaction rating.
Work was initiated in 2005. Based on research, the Office of Data Sales created a paper-based survey template. This template was used to create an electronic version for conducting the annual surveys.
The Office of Data Sales team contacted customers prior to sending the survey. Following the notifications via email, the survey was conducted using the SurveyTool on the Georgia.gov portal.
Survey responses were collected and categorized into customer concerns and suggestions. Standard responses to the customer concerns and suggestion were formulated. The Office of Data Sales team contacted customers to provide feedback on their comments.
We will conduct next year's survey using the above mentioned methodology, and make improvements to meet our customers' needs.

Survey Results
The entire Dealer Internet Inquiry customer base of approximately 600 customers including the franchise and independent motor vehicle dealers were sent the survey electronically. A total of 147 surveys were accessed, of which, 92 surveys were completed.
The survey results indicates a customer satisfaction rating of 97%
overall. The details of the survey are listed in Appendix A.
The survey results were categorized into the following customer concerns and suggestions: Concerns: - System access: Some customers experienced system down
time. - Price of service: A few customers were unclear on the justifi-
cation for no-hit fee. - Sign-up process: Some customers requested simplification of
sign-up process.
Suggestions: - Customers requested out-of-state vehicle information. - A few requested additional vehicle owner information. - Some unique ideas for similar offerings were provided

Survey Results

Standard responses to customer concerns and suggestions plus feedback to these are listed below:

Customer Concern
- System access: Some customers experienced system down-time.

GTA Response

Customer Feedback

GTA Data Center has been upgraded to a modern facility. The GRATIS System has been upgraded (this is done from time to time). Scheduled downtime is required but is usually done during times which have the least impact on customers.

Upon inquiring, we have learned that customers are now experiencing better system access.

- Price of service: A few cus- The Dealer Internet Inquiry is an inquiry-based Upon explaining the nature of the service tomers were unclear on the system, and accurate data entry is required to avoid and requirement for accurate entry, cusjustification for no-hit fee. no-hits. Further, customers are charged per in- tomers seem to be satisfied overall. quiry. No-hits are charged as inquires.

- Sign-up process: Some cus- GTA has engaged Department of Revenue to sim- Customers have been informed about the

tomers requested simplifica- plify the Dealer Internet Inquiry area on the Motor upcoming website simplifications.

tion of sign-up process

Vehicle Division website.

Customer Suggestion
- Some customers requested out of state vehicle information

GTA Response

Customer Feedback

It is not required by legislation for other states Customers hope to someday have access to to share vehicle information. This prevents such a service. Georgia from providing out of state vehicle information.

- Some customers requested GTA has been investigating the enhancement Customers are encouraged to hear that en-

title histories from the micro- of the Dealer Internet Inquiry and is collabo- hancements are being investigated.

fiche department.

rating with the Department of Revenue with

such an idea.

The Office of Data Sales has added viable customer suggestions to the new products ideas bank. These suggestions will be researched to develop new products to better serve the constituents of Georgia.

Conclusion
The Office of Data Sales finds these surveys an effective means to obtain customer feedback, and they enable us to improve customer interactions in collaboration with Department of Revenue.
Further, the customer suggestions result in exploring viable ideas to develop new products that meet customer needs.
Finally, the Office of Data Sales annual customer surveys help Georgia Technology Authority achieve its customer satisfaction goals and meet the Governor's initiative to elevate the level of customer service experienced by Georgians when interacting with their state government.
Prior to assessing the FY'06 survey, the Office of Data Sales had anticipated some dissatisfaction with a few of the concerns raised by our customers. For the upcoming FY `07 survey we anticipate dissatisfaction with system access. The system access issues were expected by Georgia Technology Authority due to much needed state Data Center upgrades.

Appendix

Office of Data Sales
100 Peachtree Street, Atlanta, GA 30303 Tel: 404 364 2300 / Fax: 404 463 2390 datasales@gta.ga.gov - http://gta.ga.gov/